Discovery/Enrollment

Job Submission

a. Job submitted from the driver

Requirements and relevance	How to obtain
Was the print job submitted using Cloud or Hybrid mode? Helps determine which submission path was used.	Query customer to determine which print queue they used. Run "%programdata%\LPMC" and select all files in the folder and zip them.
File type being printed Helps determine if this is a driver or Cloud submission issue.	Query customer to determine file being printed. Can also be determined from the LPMC.log file.
Error mesage This is helpful when searching for the error string in the logs.	Take a screen shot or take note of the exact error message.
LPMC folder zipped. This forms part of the client-side logs.	Run "%programdata%\LPMC" and select all files in the folder and zip them.
Driver Version This will help in replicating the issue in the lab	Go to the Printer Properties and go to the About tab.
LPMC version This will help in replicating the issue in the lab.	Go to the Control Panel > Programs and Features. Click on Lexmark Combined Print Management. Note the version shown in lower banner. The driver data stream indicator (XL, PS or PCL) will follow the program name.
Windows Application and System Events This forms part of the workstation logs for reference.	Open Event Viewer and under Windows Logs, right click on Applications and select "Save All Events As...". Do the same for System.
Msinfo32 This will tell us all the system specs and the running services	Run "msinfo32" and click File > Save (.NFO)
User information For faster searching in the logs	Ask the customer for the full username that was used to login to LPMC and the website.

b. From Chrome plug‑in

Requirements and relevance	How to obtain
Error message / screenshot This helps describe the issue more accurately	Reproduce the issue and hit Print Screen when the error comes up. You may also take note of the exact error message.
Chrome plugin version For reference when replicating the issue in the lab	Right-click on the Lexmark Cloud Print icon on the tool bar and click on Manage Extensions.
Chrome / ChromeOS version For reference when replicating the issue in the lab	The version can be seen on the Chrome browser's extensions page. Either navigate to chrome://extensions, or right-click on the extension and choose Manage Extensions to get there.
User information For faster searching in the logs	Ask the customer for the full username that was used to login to LPMC and the website.

c. From web browser

Requirements and relevance	How to obtain
Error message / screenshot This helps describe the issue more accurately	Self-explanatory
Browser version For reference when replicating the issue in the lab	Depending on the Browser, please see their corresponding references.
User information For faster searching in the logs	Ask the customer for t he full username that was used to login to LPMC and the website.
File type being printed Helps determine if the file type is supported by the Web submission method.	Query customer to determine file being printed.

d. From Mobile

Requirements and relevance	How to obtain
Mobile app version For reference when replicating the issue in the lab	In the mobile app, go to Settings > About
Error message (and screenshot if possible) To describe the issue more accurately	Replicate the issue, then take a screenshot of the error. Please refer to your phone's documentation on how to take a screenshot.
User information For faster searching in the logs	Ask the customer fort the full user name that was used to login to LPMC and the website.

Job Release

Analytics

Authentication

Web Account-related Issues

Requirements and relevance	How to obtain
Clear description of the issue This helps us determine where to start with the troubleshooting	Self-explanatory
Account used To determine if the case is account-related or not	Self-explanatory
Roles/permission of the account used To determine if the user had the role necessary to perform the action.	From the Cloud portal, click the down arrow in the top right corner next to the user's name, then click My Account. Click View on the Assigned roles card.
Error message / screenshot This helps describe the issue more accurately.	Reproduce the issue and take a screenshot of the error.